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Skills

  • Technical documents comprehension
  • Cross-functional team collaboration
  • Continuous service improvement (CSI)
  • Feedback Loops for Quality Improvement
  • Problem Management
  • Capacity planning
  • Software diagnosis
  • Automated Monitoring Solutions
  • TCP/IP
  • High-priority incident resolution

Work Experiences

  • Increased company revenue by 3% beyond three years targets by upselling products and services.
  • Affected 10 business-critical applications.
  • Achieved a 48% improvement in batch processing speeds.
  • Affected by database performance issues.
  • Collaborated with the method team to define key performance metrics, enabling faster identification and resolution of business-impacting issues.
  • Accommodated growing business demands.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved 71% availability.

Summaries

  • Promotes strategic planning and process improvement skills that are dynamic.
  • Addressed critical system issues.
  • Effectively troubleshoots and resolves issues on its own.
  • Achieved major response time improvements by 36%.
  • Excellent Senior Production Support Analyst with 16 years of experience providing exceptional support to users at all levels.
  • Senior Production Support Analyst with 2 years of successful quality assurance and performance reporting experience.
  • Within Computers Hardware, senior Senior Production Support Analyst and outstanding performer in team leadership and client relations.
  • Analytical thinker with a proven ability to optimize support processes, shortening Tier 2 issue resolution time by 22% via standardized escalation procedures.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Awarded Outstanding Service Award for improving system uptime.

Accomplishments

  • Authored detailed post-incident reports for stakeholders, improving feedback loops and yielding 8 actionable improvements for future releases.
  • Developed a comprehensive automated alerting system using Salesforce, reducing the incident resolution time by 49%.
  • Optimized initiative integrations resulting in a 22% reduction in latency and improved data processing by 9 hours per day.
  • Implemented systematic database tuning and query optimization, leading to a 5-fold boost in performance for QuickBooks.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Automated client relations workflows using Workday, reducing manual intervention time by 63% and increasing team productivity.
  • Created a knowledge base for Adobe Creative Suite that improved team knowledge sharing and reduced troubleshooting time for recurring issues by 23%.
  • Successfully resolved a major production incident affecting 17 applications within the past year, minimizing customer impact and downtime.
  • Documented and resolved framework which led to program.
  • Successfully reduced processing time by 44% for daily batch jobs, cutting the operational window by 7 hours.

Affiliations

  • International Association of Administrative Professionals
  • Toastmasters
  • Information Technology Infrastructure Library (ITIL) Certification Completed procedure
  • International Association of Information Technology Asset Managers (IAITAM) Member
  • Cloud Native Computing Foundation (CNCF) Professional Membership
  • British Computer Society (BCS) – The Chartered Institute for IT Denver
  • Database Administrators Guild the Pacific Northwest
  • Association for Supply Chain Management (APICS)
  • Red Hat Certified Engineer (RHCE) - 2018
  • International Institute of Business Analysis (IIBA) standard

Certifications

  • Microsoft Certified: Power Platform Fundamentals
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Technology Infrastructure Library (ITIL) 4 Managing Professional
  • Certified Java Developer (CJD)
  • ServiceNow Certified System Administrator

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